Refund policy
We want you to be completely satisfied with your purchase. If for any reason, you are dissatisfied with a product purchased from our site, we ask you to please contact our customer service department as soon as possible and we will do everything in our power to resolve the issue. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
If you purchased shipping insurance you have 14 days to file a claim for damage. If your package shows delivered and you have not received the package please contact us within 48 hours so we can work on resolving this issue. Once your claim is approved you will receive notification via email of a new order and a tracking number will soon follow.
If insurance was declined at checkout, the customer agrees to take full responsibility in the event of theft, loss or damage. You still may open a claim with us and we will work with you and the carrier to resolve the issue, but its advisable to purchase shipping insurance just for the peace of mind.
In case a received product is defective please contact us no later than 5 days after delivery. We will replace the item at no cost to you if we receive the defective item in its original packaging.
Most products can be returned for either a Refund or Replacement for the same item. All refunds are subject to 15% restocking fee. We inspect all returned items. All returns must be unopened and in unused condition, with all original product inserts and accessories (if applicable) provided by the manufacturer. Shipping costs will be the responsibility of the customer in cases of buyer’s remorse returns, such as didn’t like the quality, changed your mind, ordered by mistake, bought it somewhere else, etc. In such cases all shipping, packaging, handling and related charges will not be refunded. The package may be re-shipped upon request, but will require payment of a second shipping charge to cover the cost of re-shipment.
If the purchased item comes with a manufacturers warranty, then it can be denied for return. Please contact the manufacturer for any warranty inquiries and claims.
Premium Cigar Return Policy
All premium cigars returns are subject to our normal return conditions outlined above plus the following:
• In order to qualify for a full refund on a box or bundle of cigars, the entire box or bundle has to be returned in unopened and re-sellable condition.
• If you wish to return an opened box with missing cigars, the return will be treated on a case-by-case basis and is only subject to a partial refund, which cannot exceed 85% of the original purchase price minus original shipping.
• After a return has been approved please send the cigars back to us promptly to ensure that they arrive in the same condition as you received the. In general, cigars have to ship out no later than 2 weeks after receiving return authorization.
To initiate a return, please contact our customer service department via our toll free number or via email.
If you wish to return a purchased product to us, in order to make your return simple and prompt, we ask you to please follow these easy instructions:
1. Contact our Customer Service representative. Please follow this link to Contact Us information.
2. Request RMA (Return Merchandise Authorization)
3. Buyer is responsible for returned shipping charges
4. Send item(s) back to TobaccoGeneral. Please make sure that RMA is clearly displayed on the package’s box. We recommend using a courier who provides package tracking and basic insurance coverage.
5. RMA Received
• You’ll receive an email once your shipment is received at our RMA facility.6. RMA Approved
• You’ll receive another email once your package has been opened and your RMA has been reviewed & approved. It usually takes 2-5 business days from the time we receive your shipment to review and approve your RMA.
• If you requested a Replacement, a new order will be generated once your RMA is approved. You’ll receive standard email updates for the replacement order, just as you would for a newly placed TobaccoGeneral order.
• If you requested a Refund, a credit memo will be generated once your RMA is approved. You can expect the refund amount to be credited to your original payment method 3-5 business days later. The turnaround time for Refunds often depends on your bank’s policies for making the funds available to you.
• The overall turnaround time for a return is about 5-8 business days from the time we receive the shipment; (that is, 2-5 business days for RMA processing and 2-3 business days to expedite your refund or replacement).
